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.
If you've experienced an issue
Submit a ComplaintThe 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:04/02/2024
Type: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.
03/13/2024, Contract EST1B13E2B I have a claim that was filed with $250.09 deductible. This rear main seal had to be reinstalled on my 2013 Jeep Wrangler 4 Door, by another Jeep dealership because EasyCare would not towed the vehicle to the selling dealership. I feel like I should be refunded on the deductible because of this.
Business Response
Date: 04/02/2024
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
Business Response
Date: 04/02/2024
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: 04/05/2024
04/05/2024
This complaint has not been resolved. The 2013 Jeep Wrangler is still at the Gastonia Chrysler Dodge Ram Jeep Dealership & the customer has no rental ********************. The customer has been patience enough but Classic Jeep of South ********* has caused all this foolishness.
Business Response
Date: 04/09/2024
Good morning!
Please accept this as a response to complaint ID # ********.
It appears that ************** oil leak was due to a part failure that was under warranty through the Jeep dealership.
An EasyCare representative spoke with ************** this morning who confirmed the work has been completed and the vehicle is ready to be returned to him.
Thank you,
EasyCare Claims Department
Customer Answer
Date: 04/09/2024
Complaint: 21516772
I am rejecting this response because: The invoice from Classic Jeep, dated March 13, 2024, that had a deductible which was $250.09, the customer was charged for on his credit card. Since EasyCare would not towed the vehicle back to the original dealership that did the faulty installation, the customer should be credited back the $250.09, because ******************************** had to restalled the rear main seal & any other related items that needed to be done. The customer has a invoiced from ******** Chrysler dealership stating they had complications as expected, what the ******** Chrysler dealership did to correct the problem. The customer at the same time, when the ******************** was tied up in the ******** service **** never had a rental vehicle either. This is no way to handled a problem, by putting the customer in the middle of all this foolishness.Classic Jeep had every opportunity to take care of this but totally refused to do anything because the customer did returned back on March 13, 2024, but they did nothing. So the customer returned home & contact ********************** & then they decided to towed the vehicle to the nearest Jeep dealership which was ******** **.
I 'am unable to download to the computer as far invoices. The computer I am using right now has no capability of downloading right now. I can mail if needed. Just let me know.
Sincerely,
*********************Business Response
Date: 04/11/2024
Good afternoon-
Please accept this as a response to complaint ID # ********.
************** had originally paid his $250.00 deductible to a Chrysler/Jeep dealership for a covered rear main seal failure. This was the only component that was requested on that particular claim.
Shortly after, it was brought to the attention of EasyCare that the rear main seal was again leaking. ************** was advised that the vehicle needed to be taken back to the Chrysler repair facility that performed the seal installation as it would be covered with no deductible by their parts/labor warranty. EasyCare was also made aware by ************** that he spoke to that repair facility and for unknown reasons did not want to take it back to that particular center and decided to take it to a different **************** center where they were to repair the rear main seal under a parts/ labor warranty. Upon that visit, they also found another oil leak and a few non- eligible items under the contracts coverage terms. EasyCare processed the new found oil leak (valve cover gaskets) which would normally be subject to another deductible.
EasyCare has cooperated with both Chrysler dealerships to ensure that ************** was provided the coverage he signed for, even in the unfortunate event that a dealership supplied part had failed so soon after install.
An Escalation Specialist will be reaching out to ************** again where as a one time customer satisfaction gesture, will waive the second deductible.
We sincerely hope that ************** understands this one time gesture is outside of the contracts liability and thanks him for choosing EasyCare as his vehicle service contract provider.
Thank you,
EasyCare Claims Department
Customer Answer
Date: 04/12/2024
Complaint: 21516772
I am rejecting this response because: Per EasyCare they would not towed the vehicle back to Classic Jeep to begin with & indicated the vehicle would be towed to the nearest Jeep dealership, which was ********************************. I do not have the vehicle & not expected to have it back until Monday, April 15, 2024. Their is also a engine lite on the dash & been on the entire time since ******************************** has had the vehicle in their service ***** That will need to be corrected also before the customer receives the ******************** back. Both of these dealerships has put the customer right in the middle of all this mess, which should have never happened or took placed. You never put a customer in a situation like this, because of someone negligence, when they were gave the opportunity to correct the problem. The customer returned to Classic Jeep on Wednesday, March 13, 2024, the same day when vehicle was pick up & mentioned to the service ***** I still have oil leaking. So that 's when the customer returns back home & contacted EasyCare.The customer never had a rental ******************** since it was in the ******** Chrysler Dodge Ram Dealership & it is stated in the contract you are allowed to have a rental but never was provided & it was mentioned to the service ***** so do not go their. The customer feels like, I should not have to pay any deductible on either one of the claims. The vehicle never had these oIl leaks before, just a faulty installations that was created by a Jeep Dealership that chosen not to properly complete the job, were do you draw the line & take the responsibility for the actions that someone has created.
Sincerely,
*********************Business Response
Date: 04/15/2024
Good afternoon-
Please accept this as a response to complaint ID # ********.
As a one time gesture, EasyCare has waived one of **************' deductibles even though there was a second repair to correct an oil leak on the second claim.
EasyCare will not be waiving the first deductible unfortunately as the issue was related to a repair facility part that prematurely failed and was covered under the service centers parts and labor warranty.
Thank you,
Easy Care Claims Department.
Customer Answer
Date: 04/17/2024
Complaint: 21516772
I am rejecting this response because: Per Classic Jeep, the customer tried to talked to the General Manager & Service Director and received no help. Classic Jeep was given the opportunity to look at the vehicle but they chose not too. The General Manager rolled his eyes the whole time the customer was talking to them & about when to asleep. and the Service Director, made up lies that they occured. ******************************** has provided with a invoice the rear main seal was a faulty installation problem & the customer should not be liable for that deductible either. The customer has been put in the middle of all this mess & the whole time the 2013 Jeep Wrangler was at the ********************************, the customer never had a rental ******************** provided from them, even the service contract showed rental is provided. The customer asked the ******** Jeep Dealership numerous times & EasyCare & got no were. The excuse was between Classic Jeep & ********************* Dealership, we are working out a deal with Classic Jeep about getting credit received for the service work we are having to redo. Now is this , the customer's fault or a negligence. The customer does not make deals.The customer credit card should be given a credit for the deductible amount from ************ of ********* ** which was $250.09 & also the contract stated the deductible was $250.00, not $250.09. The customer asked the General Manager & the Service Director, why the difference in the deductible & no one had a answer. So with the incorrect amount being charged & no explanation why this happen, the customer should be fully refunded because of negligence. The customer sees it one way, the right way.
Per ***********************, I do not make deals. Incorrect deductible amount was charged, so that should void that transaction. I have guide lines to followed. When this was done, I asked the service advisor & she thought it was funny, no concern to check with the service director or anything else. I will never do any more business with Classic Jeep because of this foolishness.
Sincerely,
*********************Customer Answer
Date: 04/29/2024
Complaint: 21516772
I am rejecting this response because: See attached
Sincerely,
*********************Business Response
Date: 04/29/2024
Good afternoon-
The BBB's records indicate that this complaint had been closed on April 18th, 2024.
Thank you,
EasyCare *****************Customer Answer
Date: 05/11/2024
Complaint: 21516772
I am rejecting this response because:When I picked up the 2013 Jeep Wrangler, the engine lite was still on in the dash. Per the service advisor not cover under the warranty. I personally reset the engine lite my self & put the plus gas in the the vehicle & the lite is off & still off as of today. The service **** at that time wanted $1100 plus to get the engine lite off when all the customer did was a simple reset the light & put the plus gas in the vehicle. All this was a simple fix that is all the customer had to do. The engine lite is off & the vehicle runs fine now. But the service **** wanted more money to do nothing.
Sincerely,
*********************Initial Complaint
Date:03/15/2024
Type: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.
Hello, May of last year I lost my vehicle in an accident. The remaining balance was to be paid by EasyCare Gap insurance. I filed all the paperwork and sent them all the documents needed for this to be completed. Since then all I have been doing is calling and calling to be told a check is being sent but here it is almost a year later and still nothing has been done. I reach out and just continue to get the same answer and outcome, nothing. I have attached proof of them receiving all of the documents. My car accident was May 8, 2023.Business Response
Date: 04/05/2024
Good morning-
Thank you for forwarding this complaint to EasyCare. EasyCare has contacted the customer directly to address this matter.
Thank you,EasyCare Claims Department
Customer Answer
Date: 04/08/2024
Complaint: 21439759
I am rejecting this response because: this does not solve anything.
Sincerely,
*************************************Business Response
Date: 04/10/2024
Good morning!
Please accept this as a response to Complaint ID # ********.
An EasyCare representative attempted to contact the customer with no success, but will continue the effort.
Should ************************** attempt to call EasyCare for more information regarding her claim, she can simply call between the hours of 8am-6pm EST. M-F and ask for our GAP department.
Thank you,
EasyCare
Initial Complaint
Date:03/14/2024
Type: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 purchased a auto warranty in 2020, that is good for 10 years/200,000 miles. we have had the car for 4 years and the turbocharger went out suddenly. we have done all oil changes and oil filter changes at the dealership every ***** miles faithfully, sometimes before that. my husband changes the air filter and cabin filter every 10,000-12,000 miles. This car has been taken care of very well. We filed a claim with this company, only thinking we have to pay a deductible of $250.00. The dealership has had our car for 3 weeks now and the warranty place is now saying that they will not cover our turbocharger because my husband changed the cabin and air filters himself. they are saying it had to be done by the dealership, which is false and does not say this on our contract. our contract states that we have to maintain that the vehicle, which we have done. the dealership has always told us to replace them ourselves that it was cheaper. every time we had an oil change, they did a multipurpose inspection and stated in writing to us that the air and cabin filters were in great shape. We need our car repaired under this warranty, i feel they are just making up a denial so they dont have to pay for repairs. this car is in immaculate condition so it should be covered and has all the proper maintenance, which I have a record of.Business Response
Date: 03/15/2024
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:02/27/2024
Type: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.
I purchased an EasyCare Warranty for my ****** Tundra. I later sold the truck and bought a new car. I called the Warranty company and was told I could get around $1600 back from the warranty since I sold the truck. They told me to contact the dealer and the dealer would submit a form. I contacted the dealer, Winners Circle ************** News. I sent the required paperwork. I was told I shoud hear back in a few weeks. A month later and still no response. I called the dealer multiple times with no response. Finally I got in touch with ****** and he told me the dealership was sold and that I need to contact ********************* in ******* ** at ************. I contacted them and submitted all information to them. I never got a return call and never heard back. I tried several times. Then I was given a number to a ***** with Easy Care. His number is ************. I called him and he said he would be in touch within a couple days. Several days have passed. I left a voicemila and text and email. No response.Now as I am typing the letter I get a response to call the dealiershipt **************** at ************, with Winners Circle. Also ***************** *** at ************. I called and no one picks up.Very frustrated as it should not take over 3 months to get my money back. Need help.Business Response
Date: 02/28/2024
Good afternoon-
Thank you for forwarding this complaint to EasyCare. EasyCare will contact the contract holder directly to address this matter.EasyCare Claims Department
Customer Answer
Date: 03/02/2024
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:02/16/2024
Type: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 4/21/2021 I purchased an extended warranty from Easy Care for the amount of *****. I purchased the add on miles option because I travel for work on a daily basis and put a lot of miles on my car. Well I had a mechanical issue with my car back in November of *********************************************************************************************************** my area they stay pretty booked up. My appointment was not until January. Due to me getting sick I had to reschedule my appointment. They were able to squeeze me in on February 14th. When I got there to drop my car and do my paperwork I was now over my miles. So I had to reschedule my appointment until April. I called Easy Care and was helped by a rude customer service representative. It wasnt my responsibility to tell the dealership to start the claim if Im correct all I knew was that they were able to pull up the warranty and I would have to fill out my paperwork once I drop my vehicle. I was told only a supervisor would be able to make any type of exception. Well the supervisor called she had no type of compassion or anything. Im not looking for pity, but I paid a good bit on money and never made not 1 claim. I wasnt offered any type of help from this company what so ever!!Business Response
Date: 02/19/2024
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: 02/28/2024
Complaint: 21302675
I am rejecting this response because:The representative that contacted me was very RUDE!!!! Instead of looking into the account to see what the claim wasnt started the day I actually brought my vehicle in for repair he instantly got defensive. I wouldnt advise ANYONE to purchase ANYTHING from this company. The customer service and claims representatives are rude and they do not care about their customers. Not one person took the time to understand what actually happened. The company did not try to offer any type of resolution.
Sincerely,
***************************Business Response
Date: 02/29/2024
Good afternoon-
Please accept this as a response to complaint ID # ********.
We received a call from ****************** on February 14,2024 where she had explained to our adjuster that she was an having issue with her vehicle. ** standard procedure, our agent asked for the current mileage, which was presented as 109,281. She was advised that her contract was time and mileage sensitive and expired at ******* miles and that all claims have to be called in prior to the expiration date or miles, whichever comes first. Beyond that, we have no documentation from any repair facility or ****************** that she was having any issues prior to that February 14th phone call.
GWC was able to listen to a call where an Escalation Specialist called ****************** on February 19th, ************************************************* his explanation to her regarding her time and mileage sensitive contract unfortunately expiring.
We sincerely hope this explains in further detail the situation and regret that coverage could not be afforded to ****************** in this instance.
Thank you,
GWC Claims Department
Customer Answer
Date: 03/01/2024
Complaint: 21302675
I am rejecting this response because:The suggestion about the representative being courteous is definitely false information. Due to the above reply but the business just validates my point. Why hasnt no one offered to contact the the dealership to see why the claim was not submitted that day. I dont work for Easy Care or the dealership to know that I need to submit my claim even though my appointment was over 2 months away. Easy Car since it seems like its a game pointing finger how about you just sent me a check back for partial of the amount I paid and we can done with each other
Sincerely,
***************************Initial Complaint
Date:02/15/2024
Type: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 pruchased a Kia ******* from ********************** on October 27th. The finance office sold me the extended warranty coverage provided by EasyCare. After doing some research the next day, I realized it would likely be impossible for me to use my extended warranty if I put performance modifications on the car. The contract states you have 30 days from purchase for a full refund, so I called EasyCare to cancel and they sent me the paperwork. I completed paperwork and on November 20th they confirmed my extended warranty and KeyCare contracts were cancelled with an effective date of November 3rd (the day I returned the paperwork to EasyCare). I was advised the dealership would send the refund to my finance company (CapitalOne) within 4-6 weeks. Its been more than 6 weeks and my finance company has not received the refund. The EasyCare contract was sold to me for $4,125 and the KeyCare contract was $1,000.Business Response
Date: 02/16/2024
Good afternoon-
Thank you for forwarding this complaint to EasyCare. EasyCare will contact the contract holder directly to address this matter.
Thank you,EasyCare Claims Department
Customer Answer
Date: 02/23/2024
Complaint: 21299636
I am rejecting this response because:I was never contacted by EasyCare and my $5,500 has still not been returned. Buyer beware on extended policies from EasyCare.
Sincerely,
*******************************Business Response
Date: 02/27/2024
Good morning-
Please find below a response to ************************ reply.
GWC Warranty contacted ******************** on February 16th at approximately 1:35 pm EST where our Escalation Specialist made him aware that his contract has indeed been cancelled, effective November 3rd, 2023 and the funds have been returned to the selling dealer who originally purchased his contract.
It was also explained to ******************** that any refund would come directly from his selling dealer and establishing contact with them would be the next step in the cancellation process. As a courtesy, GWC would reach out to the dealer to make them aware that the funds have been issued back to them for the customer.
We sincerely hope that ******************** was able to make contact with them and receives his cancellation funds in a timely manner.
Thank you,
GWC Warranty.
Customer Answer
Date: 03/01/2024
Complaint: 21299636
I am rejecting this response because:The partner of EasyCare does not respond to emails, calls, or visits to the dealership. I am asking EasyCare, who was paid $5,150 to accept some responsibility and quit engaging in business with fraudulent dealers. I did alert EasyCare that they will be included on my lawsuit seeking to recover the money.
Sincerely,
*******************************Initial Complaint
Date:02/15/2024
Type: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 a 2015 ***** traverse and the transmission went bad on it. I bought the car from ******************************* Cheverlet dealership in 2018. In May of 2022, when the transmission went bad, ********************** informed me that the vehicle is under warranty through Easy Care. Easy care sent a representative to the dealership to take a look at the transmission. It was deemed unserviceable and that the warranty covers the transmission. Easy Care used a company called LTQ to get a used transmission for the vehicle. Not even two years later the transmission went bad again. I took the car back to ******************************* and the service department did their due diligence to contact easy care. Easy care is telling them they are not responsible for the transmission and there is no warranty on the used transmission or hat they gave to the dealership. Now I am left without a vehicle for a service that should have been completed and the service went bad.Business Response
Date: 02/16/2024
Good afternoon-
Thank you for forwarding this complaint to EasyCare. EasyCare will contact the contract holder directly to address this matter.
Thank you,EasyCare Claims Department
Initial Complaint
Date:02/14/2024
Type: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.
Sept 2023. I had my vehicle diagnosed on a suspension drooping failure. Claim was entered with easy care. The shop suggested what was need to fix the issue. Easy care sent an adjuster, who came to check out the issue. The issue did not present itself at the time of their visit. They then approved a couple parts to be replaced instead of the recommendation of the shop. Ended up waiting from Sept '23 to January '24 for the parts that were on back order. Parts arrived and repaired vehicle in January. I paid my deductible. 3 days after receiving the vehicle back from the shop. The suspension failed again. I immediately called the shop and got an appointment set to bring back for diagnostic and repair. Had to wait 3 weeks before the shop could get the vehicle in. After the shop rediagnosed the same issue and recommended the same parts as the first time. The warranty company agreed but still charged a deductible a 2nd time even though it was the same original issue that was never fully corrected. Easy care warranty company says because the problem didn't present itself during the first visit, that it was not the issue and that this is a 2nd issue. When in fact it is and was, 1 in the same. The 2nd set of repairs should fall under the original claim that had been partially denied.Business Response
Date: 02/15/2024
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: 02/22/2024
Complaint: 21292327
I am rejecting this response because:
Sincerely,
*********************Customer Answer
Date: 03/01/2024
Response rejected. Company still claims that there is no issue and deny responsibility.
Business Response
Date: 03/04/2024
Good afternoon-
Please accept this as a response to complaint ID # ********.
An Escalation Specialist had attempted two calls to **************** on February 15th, 2024 where both times he was met with a voicemail where a message had been left.
******************** repair facility had originally requested replacement of the air suspension compressor, the air suspension valve block, the air suspension control module and the LEFT REAR air spring. An Independent Mechanical Inspector had been dispatched to validate the shops claim. Upon the inspection, the repair facility of ******************** choice was able to prove failure to the air suspension compressor and air suspension control module only. Those components were authorized for replacement by EasyCare.
Approximately five months and ***** miles later, ******************** parts had arrived at the repair facility for replacement. Upon the second visit, the repair facility had made us aware that the RIGHT side suspension of the truck was now intermittently dropping down and had now requested not only the original LEFT REAR air spring, but also the LEFT FRONT and RIGHT FRONT air springs as well.
Another Independent Mechanical Inspector was dispatched. The original failure to the LEFT REAR air spring was now shown as well as the LEFT FRONT. No failure was found to the RIGHT FRONT.
Seeing how ***** miles had passed with a new part failure verified of the LEFT FRONT, a deductible on the LEFT FRONT air spring would apply to that claim as well.
We hope this has served as an explanation for the decision and regret that the second deductible could not be waived in this instance.
Thank you,
EasyCare Claims Department
Customer Answer
Date: 03/05/2024
Complaint: 21292327
I am rejecting this response because: the initial diagnosis of the vehicle and the repairs done were several months apart due to parts being on back order. Upon completion of repairs. 3 days later I called about the issue still not being fixed. We made an appointment for a 2nd diagnosis. In which case they still suggested the rear air springs to be replaced. With repairs should be considered as 1 occurence as the original issue was not resolved during the ************. Only to have an 2nd air spring go bad which could of been already bad during the initial diagnose or became bad during the repairs.I received 1 voicemail from easycare. In which case I was asleep when they called. I work night shift.
slow responses due to family tragedy
Sincerely,
*********************Business Response
Date: 03/06/2024
Good afternoon-
Please accept this as a response to complaint ID #********.
The repair facility made no mention of a failure to the LEFT FRONT air spring on the initial claim in September. ******************** vehicle was then driven ***** miles before the module and compressor were replaced in February. **************** claimed that the suspension still had an issue where a new claim was initiated by his repair facility for now the LEFT FRONT air spring as well. Seeing how the LEFT FRONT is a new and different part failure covered by his Service Contract, a deductible would apply.
We regret that we are unable to waive the deductible in this case, but hope this serves as an explanation as to why.
Thank you.
EasyCare Claims Department
Initial Complaint
Date:02/06/2024
Type: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 am a ********** resident. I have a Vehicle Service Contract through APCO Holdings LLC/EasyCare. I wanted file a complaint with the underwriting insurance company, against the *** administrator. No underwriter has been provided, nor a means to file a claim. The ***** has wittens letters to the administrator demanding that they provide the information to me, but the administrator has failed to do so. ***** has elevated the claim to their fraud investigative unit. I have also filed a claim with LADCBA, who are also currently investigating. The ********** department of consumer affairs has recommended that I seek counsel, as they believe the *** may be either misrepresented or fraudulent. Thank you for your time.Business Response
Date: 02/09/2024
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: 02/16/2024
Complaint: 21256696
I am rejecting this response because:1 - There was no follow up. I received a call from a guy named *********************************. He refused to speak to or address any of my concerns or allegations about the contract I purchased from APCO/EasyCare. He offered me no form of resolution at all. He was only interested in how much my cumulative loss has been so far, and asked for email verification of the loss. However, after promising further communication and response, he never contacted me again, and has ignored my follow up email. EasyCare has no interest in engaging me for resolution.
And
2 - Now, with the help of the ********** ********** of ********** I have irrefutable proof that the contract I was sold is indeed fraudulent, and so is every other contract sold by EasyCare. Further more EasyCare has engaged in a conspiracy to commit fraud with ****************** Corporation, as Assurant has insisted on their involvement with the contract. But, the ********** ********** of ********* has determined that Assurant has no affiliation with the contract whatsoever, and has determined further that in stating their involvement with the contract, has committed fraud as well. So now this is a criminal matter.
Sincerely,
***********************Business Response
Date: 03/08/2024
Please accept this as a response to complaint ID# ********.
**************** ************************************************************* around September 8th, 2022 where the repair facility of his choice diagnosed and found enough internal engine damage to justify full engine replacement. The total paid out on that particular claim (including rental reimbursement) was $11,306.07.
Unfortunately again, on or around October 25th, 2023, **************** vehicle now suffered a transmission issue. The same repair facility had diagnosed this as requiring full transmission replacement. An EasyCare Claims Specialist researched the newest claim to find that the reported vehicle purchase price on the submitted contract was $11,721.30.
Seeing how **************** contract has a "limit of liability" as defined on page 4; section "H. Limits of Liability," which limits the maximum benefits payable to the original purchaser of the Vehicle Service Contract to never exceed the vehicle purchase price, the adjuster had provided the remaining portion of this limit ($415.23) to the repair facility as a monetary contribution towards the transmission. With this contribution, the contracts obligation would be fulfilled.
A specimen copy of the contract has been attached to this response for reference.
Thank you,
EasyCare Claims Department
Customer Answer
Date: 03/11/2024
Complaint: 21256696
I am rejecting this response because:Under the limits of liability, original purchaser is not defined as anything other than the literal translation, and I as the original purchaser have received no payments from EasyCare at any time. The engine servicing from 2022 was paid out to the service provider, which is defined in the contract as the dealership or shop that provides the repair service. Thus, I am owed reimbursement for my out of pocket expenses for the current repair. This is supported by the clause preceding the above mentioned clause, which states that no single repair shall exceed the value of the vehicle.
Furthermore, the section regarding insurance on page 5, giving me the consumer the right to file a complaint with the insurance underwriter over EasyCare's refusal to pay, is fraudulent, as there in no underwriter registered with the state for EasyCare's vehicle service contracts, even though ********************************** of Florida is listed in the contract as such. Upon calling ********************************** of Florida, they confirmed to me and the ***** that they do not underwrite my contract and have no information pertaining to my warranty contract with EasyCare.
This fraudulently misrepresented section of the contract voids the arbitration agreement, rendering it non-enforceable in **********, and thus allows me to pursue legal actions.
Sincerely,
***********************Initial Complaint
Date:02/01/2024
Type: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.
The business coded my order as the wrong type. This has caused YEARS of issues. I was told on Monday 1/29/24 by an employee named **** that the two highlighted repairs WERE covered as I paid for a FULL COVERAGE. I have followed up multiple times and told they were covered and they were just waiting to here from someone (it is a different someone every time). Subsequently I have had no repairs and have been given the run around since then with no straight answer as to why I haven't heard back. I have requested a manager or supervisor call me MULTIPLE times and they say it will be ***** hours. We are well past that now. I was lied to and scammed by **** and now being dodged.Business Response
Date: 02/02/2024
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: 02/05/2024
Complaint: 21230744
I am rejecting this response because: I still am getting conflicting information from the company and have not been authorized a rental (included in my warranty) and we are on day 8 of having no vehicle and no repairs actually started.
Sincerely,
***************************Business Response
Date: 02/06/2024
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: 02/06/2024
Complaint: 21230744
I am rejecting this response because: My repairs have not been done yet and I just now got a rental after 8 full days of issues.
Sincerely,
***************************Business Response
Date: 03/12/2024
Good morning-
Please accept this as a response to complaint ID# ********.
From our system notes, it appears that a Claims Escalation Specialist was in touch via email with ****************** on February 9th, 2024 in which they spoke about reimbursement for the remaining item(s) that needed repair on her vehicle.
As of yesterday, another Specialist had left a message for ****************** as a follow-up. We will again attempt contact today to ensure her repairs have been completed and receives her reimbursement check.
Thank you,
EasyCare Claims Department
Customer Answer
Date: 03/13/2024
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.Mr. *************************** was able to step in and help me, and I very much appreciate his effort.
For all policy holders, I encourage you to keep a log of all call times, names of caller and his adjuster as me doing this was ended up forcing the coverage of items they had promised but later denied.
Sincerely,
***************************
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